The following guest post was authored by Melissa Ridgley, Marketing Coordinator at Survey Analytics.
Survey Analytics is an enterprise research platform that gives companies the ability to listen, improve, grow, and collect feedback from a multichannel world. However, when we were faced with the proposition of providing phone-based attitudinal surveys for one of our clients, DonorVoice, we knew that we needed something more. We sought out to find a dependable provider of Interactive Voice Response (IVR) that was easy to set up, low in cost, and with the technical bells and whistles necessary to collect feedback over the phone. So when we came across DialogTech, partnering with them was a no-brainer.
DonorVoice helps non-profits to retain their individual donors. They needed a way to capture the voice of the customer and bridge this gap before it is too late. They do this by combining advanced analytics that merge attitudinal data with transactional data and bringing the voice of the customer into a voice of the donor offering that is all their own.
For DonorVoice, they found that the majority of feedback from donors comes from direct mail. And since the response rates for the direct mail channel (commercial or non-profit) are extremely low, there is a huge gap in the contact that occurs between a given charity and their supporters. DonorVoice approached us in an attempt to help close the loop on donor feedback and listen to the voice of the customer literally.
DialogTech gave us the capability necessary to provide DonorVoice with voice-based surveys in such a way that was very easy to set up and get running. Once a call ends with DonorVoice, the caller is transferred to a number hosted by DialogTech. There, they will be taken directly into the survey. These survey questions could be multiple choice, true or false, or open-ended response questions. DialogTech’s powerful platform has the ability to transcribe these open-ended voice responses into text-based analytics that are pushed back into the Survey Analytics database via a post-call action API.
The results have been amazing. Thanks to DialogTech, DonorVoice is now able to collect IVR feedback in the direct mail channel and all the response data is stored seamlessly in their central Survey Analytics account with the rest of their survey feedback. DonorVoice found that the key to improvement starts with listening. When you give your customers (or in this case, donors) a chance to leave honest and open feedback, you can close the communication loop in order to move forward in the right direction.